Mercure Arbat Moskva Hotel

The hotel's environment is clean and tidy, and cleaning supplies that are not available will be delivered in time. We booked two rooms in advance. Room 345 is a standard twin room, and room 306 is a standard double bed room. One room can accommodate two people. We were a family of four. We booked room 345 for one night and room 306 for two nights. When we checked out the next day, an error occurred. We gave the room card for room 306 and said we wanted to check out. At this point, we had forgotten which room was available for two nights, so we used a translator to communicate with the front desk when checking out. My husband said that if we canceled this room, we still have another room that we can stay in until tomorrow. The front desk said yes. , so we safely gave the 306 card to the front desk and left with the 345 room card. When we sent our parents to the airport and returned to the hotel, an extremely angry question came. When we swiped the elevator card, we couldn't After using it, we went to the front desk. Three people checked the computer and told me that room 345 had already arrived, so we could not check in. All our luggage in the hotel room was placed in the lobby on the first floor! At this time, I asked to stay in our room 306. The female receptionist at the hotel told me that you have given us the room card and we defaulted to you leaving early, so you can't stay in 306 now and you can't go back to 345 if you want to stay in our hotel. , you need to pay for one night! In my heart: Excuse me? ? I then said that the male receptionist told me in the morning that I could continue to live in 345. Why can't I live in it now? At this time, the male receptionist denied it! I didn’t record the video, and I couldn’t check the surveillance. So what I said doesn’t count anymore. If you follow the front desk’s approach, firstly, you didn’t clearly tell me which room can stay for two days and which room needs to be refunded now. You can see it from the order form and tell me to take the initiative. There is no refund after leaving, and the 345 room card is required to be returned to the hotel! The receptionist didn't do this. He just took away the room card and cleared out our luggage. Three people also called a foreigner to interpret for us, and the end result was that the female receptionist told me that their manager was kind enough to let us stay in room 306, which is usually not allowed. And both words and actions were full of irony towards me. I'm even more angry. I paid, and it's not your hotel in vain. Even if we made a mistake, didn't your hotel make any mistakes? There was no clear reminder during service! And after I checked out of the room, I could choose to check in again before my check-out date came! Finally, when I used a translator to tell her that her attitude was very rude to me and her request was unreasonable, and that I would publish the platform, she was still asking irritably, do you still have any questions? I said yes, let me show it to you! She read the content on her phone and said, ah, I'm very sorry, this is the hotel's rule. We packed our luggage and complained to the customer service at the hotel. The customer service quickly resolved the issue. I would like to thank the customer service for what they did for me. The customer service calmed me down and gave me a full picture of everything. , and gave me corresponding compensation. When we went downstairs and left the hotel, the female receptionist stopped me, apologized to me, and gave me a piece of fruit. I said I don’t need your gift of fruit, I only accept your apology!

The room is small and located at the back. It is not easy to walk with luggage. It is very unreasonable.

The room on the fourth floor is like an attic. The floor height is very low and a bit depressing. The WIFI signal is weak.

Facilities: Good Sanitation: Good Environment: Good Service: Thank you